Fitbit’s Chat Experience is the Best I’ve Seen In Awhile

fitbit

My Fitbit bejeweled with Sterling Silver and Sleeping Beauty Turquoise

I wear a Fitbit to track my steps. My daily step goal is 12,000 steps and most days I exceed that. Last Friday during a full day workshop in Austin, I got 8,000 steps just during the training. No kidding! I talk with my hands and I move constantly, so the high step count doesn’t surprise me.

I love my Fitbit. Two weeks ago, my Fitbit band broke. It just split in half. So, I went to Fitbit’s website and opened up a chat. Jomar at Fitbit helped me out.

Jomar opened the chat with, “I’m sorry to hear about the damage to your fitbit band. Rest assured, I’ll do my best to help.”

Ahhh… I loved that!

Then he said, “To get started, may I know the email address associated with your account?”

I gave him my email address and then he said, “Please allow me a moment to check your account.”

After a little time passed, Jomar said, “Almost done checking. While checking, may I know your country of residence?”

The great news is my Fitbit was covered under warranty and when I heard this I said, “Yay!” Jomar then said, “I’m glad to know I can get you back on track with a replacement to Flex’s band.”

Jomar at Fitbit was excellent. The chat was personalized, he remained engaged, Jomar effectively made an emotional connection with me and the chat was short and sweet.

My Fitbit chat experience got me thinking about something I do all of the time.

Companies ask me all of the time for help with their chat experience.

One of the things I do in my practice is write chat pre-scripted shortcuts for my clients. My work usually starts with me reviewing a large sample of chat interactions for the company and that is where I decide to throw out all rote and un-friendly chat shortcuts.

Then, I custom create a chat flow and pre-scripted phrases that reflect the brand’s voice. Once I get the brand voice down, my chat strategy follows 4 steps.

The 4 steps ensure that the chat experience is friendly, personalized, reduces customer effort and moves the chat to a positive closure.

Jomar’s excellent example gave me the idea to do a webinar on how I help my clients deliver the best chat experience. Just like Jomar did for me. So, I’m doing it!

4 Easy Steps to Designing the Very Best Chat Experience, So Your Agents Can Handle Chat Twice As Fast, With Half the Effort

A one-hour webinar with Myra Golden

Thursday, October 27th at 1pm ET  (or get the recording, which we send out within 4 hours of the live event)

In this very special webinar, I reveal how you can revamp your own chat experience, so your agents can handle chat twice as fast, with half the effort. You can do this using my proven, easy 4-step strategy!

Join my webinar, where you and your team can look at actual chat transcripts, including my full transcript with Fitbit, to learn exactly how to make personal emotional connections, make customers feel completely taken care of and leave customers saying, “Wow!”

After exploring great chat examples with you, I will reveal my 4-point blueprint for delivering the best possible chat experience. I designed these steps to save you time in getting your chat experience to be the best it can possibly be.

If your team struggles at all with the chat customer experience, jump on my webinar (or get the recording). Take a look at my full webinar outline.

Are you 100% confident your employees are representing your brand in chat as well as Jomar represents Fitbit?

If not, you and your employees need to be sitting in front of your computers participating in my Chat Experience webinar on October 27th at 1pm ET. Or, you need to make sure you get the webinar recording.

Get 4 Easy Steps for Designing the Very Best Chat Experience, So Your Agents Can Handle Chat Twice As Fast, With Half the Effort.

Published by

myragolden

Myra Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees. Myra has helped Verizon Business, McDonald’s, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is the co-author of Beyond WOW!

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